Business Process Consultant
Clarivate
full-time
Posted on:
Location Type: Hybrid
Location: Kansas City • Kansas • Pennsylvania • United States
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Tech Stack
About the role
- Support ongoing service assurance and continuous improvement efforts within core ITSM processes
- Assist in monitoring and analyzing service performance metrics to identify areas for improvement
- Participate in small process improvement initiatives across Incident, Problem, or Change management
- Assist in maintaining ITSM governance standards, documentation, and workflows
- Collaborate with cross‐functional teams to improve service reliability and user experience
- Support root‐cause analysis efforts and help track corrective actions
- Contribute to automation and efficiency efforts within IT service delivery
- Help ensure adherence to SLAs, OLAs, and ITSM best practices.
Requirements
- 2+ years of experience in IT Service Management, IT operations, business process analysis, or related roles
- Familiarity with ITSM processes such as Incident, Problem, or Change Management
- 2+ years of experience supporting or using ServiceNow or another ITSM platform (user-level or basic configuration exposure)
- Bachelor's degree in Information Technology, Business Administration, or related field
- Ability to interpret KPIs or operational data to identify trends or improvement opportunities
- ITIL Foundation certification or working knowledge of ITIL practices
- Exposure to continuous improvement, Lean, or Agile methodologies
- Experience contributing to process documentation, workflows, or governance
- Understanding of risk, compliance, or IT controls
- Interest in automation and service efficiency initiatives.
Benefits
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Applicant Tracking System Keywords
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Hard Skills & Tools
IT Service Managementbusiness process analysisIncident ManagementProblem ManagementChange ManagementServiceNowKPI interpretationprocess documentationautomationservice efficiency
Soft Skills
collaborationanalytical skillscommunicationproblem-solvingattention to detailorganizational skillsroot-cause analysiscontinuous improvementadaptabilityuser experience focus
Certifications
ITIL Foundation